Albina Sayed
Seasoned Customer Service and Sales strategist
Mira Road
Summary
Accomplished Senior Manager with 18+ years of expertise in customer experience, retention, and people leadership, leveraging strategic initiatives to elevate customer satisfaction and loyalty. Proven record of leading large teams (90+), implementing AI-driven innovations (ChatGPT, Gemini), optimizing post-sales services, and developing retention strategies that drive measurable business growth. Currently spearheading entrepreneurial ventures (Work Gurukool and VivaahParv Matrimony) to redefine work culture and customer engagement.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Founder & Career Mentor
Work Gurukool
04.2025 - Current
- Founded Work Gurukool, offering career counseling, work ethics training, and student mentorship.
- Designed AI-powered assessments for Personality Development, Digital Marketing, Finance, Cyber Security.
- Integrated ChatGPT & Gemini into training materials, assessments, and automation workflows.
- Conducted counseling for students (Class 9–12, graduates, early professionals).
- Mission: Revolutionize Indian work culture through ethical leadership & generational collaboration.
Branch Partner
VivaahParv Matrimony (Work Gurukool Vivaah)
04.2025 - Current
- Launched offline walk-in marriage bureau in collaboration with VivaahParv.
- Created business plans, subscription models, and MoU-based partnerships.
- Designed promotional decks, FB Ads, Google Forms, induction handbooks.
- Oversaw customer acquisition through events, mall activations, and telesales campaigns.
Senior Manager
People Interactive (I) Pvt. Ltd
09.2023 - 02.2025
- Directed a 90+ RM team to improve post-sales services.
- Boosted CSAT from 55% to 63% and quality scores from 56% to 89% in a year.
- Increased renewal conversion rates from 23% to 32%.
- Achieved zero attrition (down from 30%) via strong employee engagement.
- Revamped underperforming teams, raising productivity by 60%.
Senior Manager
Haygot Education Pvt. Ltd (Toppr.com)
06.2016 - 08.2023
- Scaled support team from 8 to 60+ members.
- Handled multi-channel customer support (Chat, Email, Inbound & Outbound).
- Improved retention & renewal rates with robust post-sales strategies.
- Designed & rolled out quality training programs.
- Won multiple accolades: Star of Toppr (CEO Award – twice), Toppr Warrior (Lockdown Award), and Best Customer Experience Team Award.
Team Leader
People Interactive (I) Pvt. Ltd
11.2012 - 06.2016
- Managed customer service reps and resolved escalations (+25% CSAT).
- Drove operational compliance (+15% efficiency).
- Conducted training & mentoring, boosting engagement scores by 30%.
Operations Executive
Gangar Optician Pvt. Ltd
10.2011 - 11.2012
- Delivered MIS reports & incentive tracking.
- Enhanced customer satisfaction through complaint resolution.
Senior Executive
People Interactive (I) Pvt. Ltd
05.2008 - 10.2011
- Addressed and resolved intricate customer inquiries and issues across diverse communication platforms, ensuring prompt and effective solutions.
- Facilitated the resolution of interdepartmental conflicts associated with customer service escalations, nurturing a collaborative and supportive work environment.
Education
MBA - Retail Management
Madurai Kamaraj University
01.2011
B.Sc. - Mathematics
Ramnarain Ruia College
01.2008
HSC - Science
S.I.W.S College
01.2004
SSC - undefined
St. Francis High School
01.2002
Skills
Customer Experience Management: Journey Mapping, VoC Programs, Feedback Analysis, Omni-Channel Strategy
Data insights: Customer Segmentation, Data-Driven Decision Making, Reporting & KPIs
Leadership & Strategy: Team Leadership, Change Management, Stakeholder Engagement, Strategic Planning
Certification
Life Coaching Certificate & Tools – 2025-04
Accomplishments
- Promoted from Team Leader to Senior Manager at Toppr.com
- Star of Toppr (CEO Award – twice)
- Toppr Warrior Award (Lockdown Leadership)
- Best Customer Experience Team Award
- Revenue performance rewards: trips to Goa & Imagica
Timeline
Founder & Career Mentor
Work Gurukool
04.2025 - Current
Branch Partner
VivaahParv Matrimony (Work Gurukool Vivaah)
04.2025 - Current
Senior Manager
People Interactive (I) Pvt. Ltd
09.2023 - 02.2025
Senior Manager
Haygot Education Pvt. Ltd (Toppr.com)
06.2016 - 08.2023
Team Leader
People Interactive (I) Pvt. Ltd
11.2012 - 06.2016
Operations Executive
Gangar Optician Pvt. Ltd
10.2011 - 11.2012
Senior Executive
People Interactive (I) Pvt. Ltd
05.2008 - 10.2011
B.Sc. - Mathematics
Ramnarain Ruia College
HSC - Science
S.I.W.S College
SSC - undefined
St. Francis High School
MBA - Retail Management
Madurai Kamaraj University